Changes vs. Service Requests

It can sometimes be hard to identify which processes in an organization should be changes and which should be Service Requests. For example, provisioning a new server  for a department.  Technically this is a change to the environment but does [...]

2013-06-28T07:14:53+00:00June 28th, 2013|RF|

Implementation Lessons: Hacking Templates

Remedyforce Templates are a simple way to define process flow without needing to code anything. One of the little know features built into the application is a way to apply a template to an incident from a workflow rule. This [...]

2013-06-14T17:16:58+00:00June 14th, 2013|RF|

Pro-Active Service Management #1 : SRM

This is will be the first of many articles that will highlight key Pro-Active Service Management methods and applications that tip the service scales in the IT Organizations favor. Pro-Active Service Management is great on ROI because it allows customer [...]

2013-06-07T14:41:52+00:00June 7th, 2013|RF|